Call center

Service center

Repair center

Call center

The call center offers a tool for your staff members (the so-called “dispatchers”) with which they can easily edit and solve problems that have been sent by a customer.

Every activity will be recorded with the time needed for it. This time will be used for calculating invoicing later or final costing if the customer has a contract.

As a special possibility, a current account is available. This function enables the customer, e.g. 10 hours credit. All the time your staff member needs will then be offset and administrated to get the actual balance.

 
  Important links
   
  Merchandise management
  Notebook solution
  PDA solution
   
   

Service menu


Service menu

 

 
Repair menu

 

Callcenter 
Call center menu

 


Call center – Acquisition

 


Call center – actions

 

Other features :

  • A knowledge data base
  • Reaction time and conclusion time control
  • Escalation managment
  • Freely selectable external objects such as supplier service books or internet links
  • Virtual pending queue for an easy administration of 1st level, 2nd level, areas, product kategories, priorities
  • Actions like e-mail answers to the customer, request/transfer to other staff members
  • Constant status control
  • Staff member planning incl. absences and calender
  • Direct transfer to the service center with all relevant data in case of a problem that cannot be solved over the telephone and therefore requires the assignment of a technician on site


Transfer to the service center

Service center 

The service center offers extensive functions for organising and execution to the service supervision and the technicians.

The service acquisition provides extrapolated data about duration, failure rate, maintenance rate and the necessary period of repair.

With the help of a knowledge data base, problems can be curtailed and needed additional informationen can be monitored in a structured way. With the Success! Remote Service (SRS) you haven an additional modul to send the entered data to the technician's notebook, e.g. via mobile phone.

The print-out of a work sheet (“trouble ticket”) or transmission via telephone is possible.

The selection and administration of service calls takes place in virtual pending queues (analogue to the call center), that contain areas, teams and training centers.

 

service rueckmeldung.PNG (42579 Byte)
Acquistion mask of the service call

Other feature:
  • Schedule of the technicians
  • Action control
  • Absence planning
  • Substitude function in case of absence
  • Reaction time control
  • Feedback
  • Working hours capturing
  • Meter reading entry

When reporting, several technicians can be booked for sereval days on one work report.

All working hours can be evaluated on machines and models according to error code, spare part code and working code.

A special error code can be captured for travel times, e.g. in order to create statistics about double trips for example.

With messages, the next technician driving to a machine in need of repair, can receive information in case of noticeable problems.

 
Feedback of used material

All needed parts, times or other item will be booked to the service contract. An immediate invoice or collective invoice can be created for paying customers. With contract customers, the costs will be saved and allocated for margin analysis on contrac, pool contract or customer level.

Other features:
  • Technician's stock (e.g. car)
  • Automatic refilling or refilling proposal for technician's stock
  • Travel flat rate
  • Original part search for duration statistics
  • Meter reading acquisition
  • Contract content control (included/not included)
  • Guarantee control
  • Direct order function for urgent orders
  • Verification if the selected item fits into the model
  • Cash collecting
  • Collective billing
  • Real time invoice
  • Cost center booking

Repair center

The repair center is espacially designed for administrating and repairing broken, mobile bulk good.

In general, it is assumed that the customer takes the article to your place or mandates a haulier.


Acquistion mask – Repair center

For further processing, the following tools are at your disposal :

  • Processing affirmation for the customer
  • Reshipping of the goods to a sub-supplier
  • The goods for a supplier will be shipped collectively and marked in the status control
  • The goods will be marked on arrival and are ready to be shipped to the customer afterwards with a service order
  • Cost estimate
  • Print-out of a work template for technicians
  • Creation of a cost estimation in detail with article items or as a flat-rate after appraisal by a technician
  • Consignment to the customer in order to get an affirmation (printed out, via fax oder e-mail)
  • Control of a “no replay” by the customer
  • Clearance of a cost estimate

 
Tracking

  • Transfer to the service in order to repair or shipping to a sub-supplier
  • Repair
  • Creation of a service order with a work sheet for an internal repair
  • due date control
  • Charging
  • Replacement
  • Shipping
  • Charging
  • Destroying
  • Charging

 
Manager with status display

 
 

 

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